Director, Bank Dispute Operations – Sensitive Profile (Hybrid/100% Remote Work from home) Positions in USAA Chesapeake, VA

  • Full Time
  • Chesapeake, VA
  • Applications have closed

Website USAA

This Jobsfunter Listing is about USAA in Chesapeake, VA 2022

About the job

Purpose of Job

We are currently seeking a talented Director, Bank Dispute Operations for our San Antonio, TX, Plano, TX, Phoenix, AZ, Tampa, FL, Chesapeake, VA, Colorado Springs, CO or Charlotte, NC Office. A Hybrid workstyle enables greater flexibility for employees to work in the office and remotely OR a 100% remote work from home environment.

This job profile is designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Required Time-Away Compliance Policy.

Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year.

Directs managers who lead teams responsible for protecting the financial interests of USAA and our members by conducting investigations of member claims, researching, analyzing, and processing dispute inquiries for financial transactions related to debit, credit, deposit accounts, in an attempt to recover funds for the member in accordance with all Regulatory Requirements and Association rules. Develops collaboration and leads Disputes employees and teams to achieve a shared member service vision. Prioritizes and leads the execution of Disputes operational and strategic business plans.

Job Requirements


  • Identifies and handles existing and emerging risks that stem from business activities and the job role.
  • Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled.
  • Follows written risk and compliance policies, standards, and procedures for business activities.
  • Maintains knowledge of relevant regulatory environment to ensure compliance across areas of responsibility.
  • Identifies, develops, and recommends improvements to Disputes products, processes and service delivery across all channels to include QA analysis and review while ensuring all QA findings are addressed and completed within compliance targets.
  • Ensures compliance attestations are completed in adherence to guidelines and timelines. Responsible for completing required control testing.
  • Responsible for developing and implementing business processes/plans, control testing, budgets and forecasts based upon enterprise and Disputes operational plan and vision.
  • Leads functional projects, programs, and initiatives. Communicates project plans and coordinates and champions related changes by eliminating roadblocks to successful implementation.
  • Ensures that dispute operations are efficient in terms of resources and effective in terms of meeting member, interpersonal and regulatory requirements.
  • Advises department resources across all units to achieve service and relationship goals. Includes leading internal employees, contractors and running third party vendor relationships.
  • Interacts and responds on a regular basis to both internal and external audit and regulatory examination teams.
  • Builds and leads a team of people leaders and professionals by recruiting, training, mentor, and developing and leading performance.

Minimum Requirements

  • Bachelor’s degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 8 years of related experience in bank operations to include program/project management, process improvement, or business analysis.
  • 3 years direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
  • Strong leadership, motivational, and interpersonal skills.
  • Previous experience with handling customer complaints and disputes related to debit, credit, and deposit accounts.
  • Demonstrated understating of applicable state and federal regulations, as they relate to disputed transactions.
  • Knowledge of federal laws, rules, and regulations to include: TILA/REG Z– Billing errors, Reg E – Error resolution, UDAAP.

Preferred Experience

  • 8 years of Dispute Operations experience in large organizations & environments
  • Prior experience with Fraud Recovery efforts across Bank Disputes
  • Prior experience with “Card” recovery efforts
  • High-tech acumen working in conjunction with IT partners performing large implementations
  • Hands-on experience in execution-based roles
  • Experience in a highly matrixed corporate environment


USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $97,200-$175,000.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

  • Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.


At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is not available for this position.


Company: USAA

Vacancy Type: Full-time 

Job Location: Chesapeake, VA

Application Deadline: N/A

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